FAQS
Happiness Guarantee
Your happiness and wellbeing is at the core of what we do - so if something is not quite right just let us know!
When you order with us, you are fully covered by our happiness guarantee, which means that if you are not 100% happy with your purchase we will work with you to find a replacement that suits you.
Email us at: support@valentte.com
Products and Order issues
I have an issue with my order; what do I do?
The best thing to do is to contact our friendly, reliable customer service team by emailing support@valentte.com or calling us on 0800 086 9311.
I would like to send my order as a gift, how do I do that?
You can send your order directly to your gift recipient. At checkout, you will be given the option to add the recipient’s name, and if you like, you can include a hand-written note by including your message in the ‘notes’ section at checkout. If you order three items, your gift will come in one of our gift boxes free of charge. If you are ordering two items or less, your gift order will come in one of our gift bags.
I am ordering a gift box, but I would like to split the three items up to gift to different people. Can I do that?
Yes, that’s absolutely fine. The three items will come in one gift box as usual, but you can purchase separate gift bags for £2 each by visiting: https://valentte.com/organic/gift-bag/
I can't smell my Reed Diffuser as strongly as I expected to, is there anything I can do?
Have you been turning the reeds? Our reeds need to be turned a lot at the start to get the reeds fully saturated – this helps them fully release their scent. We recommend you flip the reeds 4 to 5 times in the first week and then in future each time you want them to smell stronger.
The oils in my Reed Diffusers are different colours; what does this mean?
This is a good sign – it just shows that we use pure, natural oils in our Reed Diffusers. When you see diffusers with oils of all the same colour, it often means that they are not 100% natural, and other chemicals have been included to regulate the colour – we would never do this.
The oil in my Reed Diffuser is a different colour to one I have previously purchased; why is that?
There is nothing to worry about; our Home Fragrance products last indefinitely if not opened! The reason that the oil may be a darker colour is because we use all-natural ingredients, and different botanical oils will differ slightly in colour depending on the season.
I have used different reeds before with other companies. Can you tell me more about your reeds?
Please be assured that these are the best reeds! Not only are they all 100% natural, but if you look at the bottom of the reeds, you will see that there are little holes that look like a honeycomb. These are tiny tubes that run up the centre of the reeds, which allows the oils to travel up the reeds every time you flip them to diffuse into the air! This is why it is important to flip your reeds in the first week of using them to ensure they are fully saturated.
There is a mushroom shape at the tip of my candle wick, what does that mean?
This is totally normal for our candles – it sounds like the wick needs trimming. Because our candles are very heavily scented, you may see mushrooming at the end of the wick; therefore our wicks need to be kept short, and we suggest you trim it after each burn to remove just the mushroom tip.
How do I stop my candle from tunnelling around the wick?
Our products are organic and made with pure essential oils; they need to be burnt out to the sides on the first burn – this provides a template for the melted wax to follow the next time it burns.
My sample spray isn't working. How can I fix it?
I’m sorry the sample spray isn’t working correctly; the easiest way to rectify it is to open it. To do this, hold it upright and leave the cap on, using a gentle “snap” action, you can separate the cap and spray nozzle from the bottom container that holds the liquid. You can then pour this onto a tissue or kitchen roll to smell it.
The pump for my Hand Wash or body lotion isn't working properly.
Have you tried screwing the collard on the bottle tightly, right the way down? This might sound like an obvious solution, but we find this is the most common reason for pumps not working!
Recommendations
I have never shopped with you before, what scent would you recommend?
Our most popular scent is Lemongrass and Rosemary, a fresh, fruity and uplifting scent great for a large kitchen or bathroom. If you are looking for a spa-like scent, try White Neroli and Lemon, or for something more musky, we recommend you try Patchouli and Eucalyptus.
I want my Candle / Reed Diffuser to fill a large space, which scent would you recommend?
Lemongrass and Rosemary, White Neroli and Lemon and Patchouli and Eucalyptus are our strongest scents and work well in large rooms. Remember to not put your diffuser or candle in front of a draft or window to make sure you maximise on the smell!
I don't like particularly strong smells, which scent would you recommend for me?
Our Geranium and Ylang Ylang, Jasmine and Rosewood or Lime and Grapefruit scents are less intense.
How long should I burn my candle for?
Our candles have a 40 hour burning time; we recommend burning them for a maximum of 2 hours at a time – that should fill a large room for scent nicely!
Is there anywhere I should not put my Reed Diffuser?
Unfortunately, even though essential oils are all-natural, they are still powerful and should not be placed on delicate surfaces. We have included a note on the bottom of our diffusers asking customers to please be careful when flipping the reeds, as our diffusers contain a blend of oils that can damage delicate and painted surfaces.
Promotions & Newsletter
How do I write a review to receive a free candle next time I shop?
To write a review, please visit the specific page for the product you wish to review. Below the add to cart button, there is a section where you can write a review. You will then be sent an email that entitles you to a coupon for a free candle to use next time you shop and spend £32.
I received an offer via your newsletter. How do I activate my free product?
Simple! All you need to do is visit our homepage: www.valentte.com. Next, select ‘promotions’ at the very top of the page and pop the coupon code above into the box – and voila, your free product will be added to your basket when you spend £32 or over at checkout!
I don't like particularly strong smells, which scent would you recommend for me?
Our Geranium and Ylang Ylang, Jasmine and Rosewood or Lime and Grapefruit scents are less intense.
How long should I burn my candle for?
Our candles have a 40 hour burning time; we recommend burning them for a maximum of 2 hours at a time – that should fill a large room for scent nicely!
Is there anywhere I should not put my Reed Diffuser?
Unfortunately, even though essential oils are all-natural, they are still powerful and should not be placed on delicate surfaces. We have included a note on the bottom of our diffusers asking customers to please be careful when flipping the reeds, as our diffusers contain a blend of oils that can damage delicate and painted surfaces.
Other
What is your returns policy?
We understand that in some instances, you will need to return an item due to a change in circumstances, incorrect sizing, or simply changing their mind. We offer a 30-day money-back guarantee on all purchases; simply email us at support@valentte.com for more details.
Do you sell your products in shops?
We don’t sell our range through shops. We sell our products directly from where they are produced, on Gate farm in Cheshire to our customers. This means we can ensure that our customers are receiving the best quality products, at the best prices.
Are your products Organic?
All of our products are made with pure and natural ingredients – we use organic ingredients where we can! We use organic ingredients in every one of our products, but they are not all 100% organic.
Are your products Vegan?
Everything apart from cracked heel treatment is completely suitable for vegans! The cracked heel treatment contains beeswax.
Do you make three-wick candles?
We do make 3 wick candles, but unfortunately, we are out of stock at present. Please do keep an eye on the website as we should have more in soon.
Are your products suitable for animals?
Our products are all-natural and are made from natural botanical oils however, different products may affect certain animals differently. Also, note that none of our products are edible and should be kept well out of reach.
One of our busiest shows each year has been Crufts, where we sell our products to hundreds of pet owners. If you are at all unsure, we would recommend you look up each essential oil to see it’s different properties with relation to different animals or speak to your vet.
Explore the collection:
FAQ’S
Happiness Guarantee
Your happiness and wellbeing is at the core of what we do - so if something is not quite right just let us know!
When you order with us, you are fully covered by our happiness guarantee, which means that if you are not 100% happy with your purchase we will work with you to find a replacement that suits you.
Email us at: support@valentte.com
Products and Order issues
I have an issue with my order; what do I do?
The best thing to do is to contact our friendly, reliable customer service team by emailing support@valentte.com or calling us on 0800 086 9311.
I would like to send my order as a gift, how do I do that?
You can send your order directly to your gift recipient. At checkout, you will be given the option to add the recipient’s name, and if you like, you can include a hand-written note by including your message in the ‘notes’ section at checkout. If you order three items, your gift will come in one of our gift boxes free of charge. If you are ordering two items or less, your gift order will come in one of our gift bags.
I am ordering a gift box, but I would like to split the three items up to gift to different people. Can I do that?
Yes, that’s absolutely fine. The three items will come in one gift box as usual, but you can purchase separate gift bags for £2 each by visiting: https://valentte.com/organic/gift-bag/
I can't smell my Reed Diffuser as strongly as I expected to, is there anything I can do?
Have you been turning the reeds? Our reeds need to be turned a lot at the start to get the reeds fully saturated – this helps them fully release their scent. We recommend you flip the reeds 4 to 5 times in the first week and then in future each time you want them to smell stronger.
The oils in my Reed Diffusers are different colours; what does this mean?
This is a good sign – it just shows that we use pure, natural oils in our Reed Diffusers. When you see diffusers with oils of all the same colour, it often means that they are not 100% natural, and other chemicals have been included to regulate the colour – we would never do this.
The oil in my Reed Diffuser is a different colour to one I have previously purchased; why is that?
There is nothing to worry about; our Home Fragrance products last indefinitely if not opened! The reason that the oil may be a darker colour is because we use all-natural ingredients, and different botanical oils will differ slightly in colour depending on the season.
I have used different reeds before with other companies. Can you tell me more about your reeds?
Please be assured that these are the best reeds! Not only are they all 100% natural, but if you look at the bottom of the reeds, you will see that there are little holes that look like a honeycomb. These are tiny tubes that run up the centre of the reeds, which allows the oils to travel up the reeds every time you flip them to diffuse into the air! This is why it is important to flip your reeds in the first week of using them to ensure they are fully saturated.
There is a mushroom shape at the tip of my candle wick, what does that mean?
This is totally normal for our candles – it sounds like the wick needs trimming. Because our candles are very heavily scented, you may see mushrooming at the end of the wick; therefore our wicks need to be kept short, and we suggest you trim it after each burn to remove just the mushroom tip.
How do I stop my candle from tunnelling around the wick?
Our products are organic and made with pure essential oils; they need to be burnt out to the sides on the first burn – this provides a template for the melted wax to follow the next time it burns.
My sample spray isn't working. How can I fix it?
I’m sorry the sample spray isn’t working correctly; the easiest way to rectify it is to open it. To do this, hold it upright and leave the cap on, using a gentle “snap” action, you can separate the cap and spray nozzle from the bottom container that holds the liquid. You can then pour this onto a tissue or kitchen roll to smell it.
The pump for my Hand Wash or body lotion isn't working properly.
Have you tried screwing the collard on the bottle tightly, right the way down? This might sound like an obvious solution, but we find this is the most common reason for pumps not working!
Recommendations
I have never shopped with you before, what scent would you recommend?
Our most popular scent is Lemongrass and Rosemary, a fresh, fruity and uplifting scent great for a large kitchen or bathroom. If you are looking for a spa-like scent, try White Neroli and Lemon, or for something more musky, we recommend you try Patchouli and Eucalyptus.
I want my Candle / Reed Diffuser to fill a large space, which scent would you recommend?
Lemongrass and Rosemary, White Neroli and Lemon and Patchouli and Eucalyptus are our strongest scents and work well in large rooms. Remember to not put your diffuser or candle in front of a draft or window to make sure you maximise on the smell!
I don't like particularly strong smells, which scent would you recommend for me?
Our Geranium and Ylang Ylang, Jasmine and Rosewood or Lime and Grapefruit scents are less intense.
How long should I burn my candle for?
Our candles have a 40 hour burning time; we recommend burning them for a maximum of 2 hours at a time – that should fill a large room for scent nicely!
Is there anywhere I should not put my Reed Diffuser?
Unfortunately, even though essential oils are all-natural, they are still powerful and should not be placed on delicate surfaces. We have included a note on the bottom of our diffusers asking customers to please be careful when flipping the reeds, as our diffusers contain a blend of oils that can damage delicate and painted surfaces.
Promotions & Newsletter
How do I write a review to receive a free candle next time I shop?
To write a review, please visit the specific page for the product you wish to review. Below the add to cart button, there is a section where you can write a review. You will then be sent an email that entitles you to a coupon for a free candle to use next time you shop and spend £32 .
I received an offer via your newsletter. How do I activate my free product?
Simple! All you need to do is visit our homepage: www.valentte.com. Next, select ‘promotions’ at the very top of the page and pop the coupon code above into the box – and voila, your free product will be added to your basket when you spend £32 or over at checkout!
I don't like particularly strong smells, which scent would you recommend for me?
Our Geranium and Ylang Ylang, Jasmine and Rosewood or Lime and Grapefruit scents are less intense.
How long should I burn my candle for?
Our candles have a 40 hour burning time; we recommend burning them for a maximum of 2 hours at a time – that should fill a large room for scent nicely!
Is there anywhere I should not put my Reed Diffuser?
Unfortunately, even though essential oils are all-natural, they are still powerful and should not be placed on delicate surfaces. We have included a note on the bottom of our diffusers asking customers to please be careful when flipping the reeds, as our diffusers contain a blend of oils that can damage delicate and painted surfaces.
Other
What is your returns policy?
We understand that in some instances, you will need to return an item due to a change in circumstances, incorrect sizing, or simply changing their mind. We offer a 30-day money-back guarantee on all purchases; simply email us at support@valentte.com for more details.
Do you sell your products in shops?
We don’t sell our range through shops. We sell our products directly from where they are produced, on Gate farm in Cheshire to our customers. This means we can ensure that our customers are receiving the best quality products, at the best prices.
Are your products Organic?
All of our products are made with pure and natural ingredients – we use organic ingredients where we can! We use organic ingredients in every one of our products, but they are not all 100% organic.
Are your products Vegan?
Everything apart from cracked heel treatment is completely suitable for vegans! The cracked heel treatment contains beeswax.
Do you make three-wick candles?
We do make 3 wick candles, but unfortunately, we are out of stock at present. Please do keep an eye on the website as we should have more in soon.
Are your products suitable for animals?
Our products are all-natural and are made from natural botanical oils however, different products may affect certain animals differently. Also, note that none of our products are edible and should be kept well out of reach.
One of our busiest shows each year has been Crufts, where we sell our products to hundreds of pet owners. If you are at all unsure, we would recommend you look up each essential oil to see it’s different properties with relation to different animals or speak to your vet.
